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From journey mapping to journey management / Jochem van der Veer / Episode #167
Service Design Show
Customer Experience Centered
Service designers for us, it's a no-brainer to work journey first or to work journey later even. To the rest of the organization, it's like, hmm, but how does it even work and is it actually driving more revenue or how does it make the bottom line be better? I mean, those are the things that you can solve, so take a few projects and actually show how you impact the customer experience," she said.
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